Job Description

Consumer Care/Customer Care

Permanent

Head of Peace of Mind – MENCA

Aftersales Business & Service Performance Leadership

The Head of Peace of Mind for MENCA leads the regional aftersales business as a strategic growth platform combining commercial ownership, service performance governance, and operational excellence. The role is accountable for driving sustainable revenue growth in spare parts, consumables, and accessories while ensuring disciplined execution across the end-to-end aftersales ecosystem.

This position owns the MENCA aftersales operating model, balancing long-term strategic development with rigorous operational accountability. The role integrates distributor management, service performance governance, digital enablement, and cross-functional execution to deliver superior customer outcomes and profitable growth.

Key Responsibilities

Strategic Business Leadership

• Define and execute the regional aftersales strategy aligned with commercial and customer objectives
• Identify and develop growth opportunities in spare parts, consumables, and accessories
• Lead the regional digital and systems roadmap to improve visibility, automation, and scalability
• Standardize the MENCA aftersales operating model while adapting to local market needs
• Build long-term organizational capability through process maturity and talent development

Service Performance & Customer Experience Governance

• Own MENCA service performance framework, and end-to-end service SLAs
• Govern distributor and service partner networks through structured audits, performance scorecards, and capability development
• Establish contact center performance standards, escalation governance, and customer recovery processes
• Ensure compliance with regional service policies, safety standards, and regulatory requirements
• Lead Voice of Customer programs and drive a structured service improvement roadmap

Commercial & Financial Ownership

• Own regional aftersales revenue targets and pipeline health
• Develop and manage annual commercial programs including rebates and incentive structures
• Own warranty, goodwill, and service cost governance with clear cost control objectives
• Protect margins through structured failure analysis and root cause elimination
• Monitor sales trends and financial performance to drive data-based decisions

Operational Excellence & Execution

• Lead end-to-end order pipeline management to ensure predictable fulfillment performance
• Implement robust processes for availability management and backorder control
• Establish operational dashboards and reporting cadence to drive accountability
• Ensure timely and accurate communication with distributors and internal stakeholders

Analytics & Performance Management

• Develop data-driven decision frameworks using Excel, Power BI, and enterprise systems
• Own weekly and monthly performance reviews across sales, operations, and service KPIs
• Use analytics to forecast demand, identify bottlenecks, and optimize working capital
• Promote fact-based decision making across the aftersales organization

People Leadership

• Lead and develop the regional aftersales organization with clear accountability structures
• Establish governance forums and structured performance cadences across markets
• Build a high-performance culture focused on operational discipline and customer outcomes

Candidate Profile

• Regional Aftersales Leadership: 12 to 15+ years leading multi-market aftersales or service operations organizations with full operational and commercial accountability
• Commercial & P&L Ownership: Proven track record driving revenue growth, margin improvement, and structured cost governance including warranty management
• Service Performance Governance: Deep expertise managing service KPIs , distributor networks, and service partner ecosystems
• Operational Transformation: Demonstrated success in process standardization, digital enablement, and scaling operating models across markets
• Analytical & Systems Capability: Advanced proficiency in Excel, Power BI, and ERP platforms such as SAP to drive data-based decisions
• Strategic Stakeholder Leadership: Ability to influence senior leaders and align cross-functional teams in complex regional environments
• People & Organizational Development: Experience building and leading high-performing teams with clear governance and accountability structures

Success Metrics

• Aftersales revenue growth and margin improvement
• Service performance KPIs
• Order fulfillment reliability and pipeline health
• Warranty and service cost optimization
• Distributor performance and partnership effectiveness
• Delivery of continuous improvement initiatives